Biopharma Patient Support Programs

Hub Readiness & Optimization

Let’s take your program design over the finish line


Hub Readiness & Optimization

A significant amount of time, research, and investment goes into preparing and implementing a patient support program. But too often the training, testing, and monitoring of hub employees to ensure they properly execute the design is forgotten. Launch is mistakenly seen as the finish line.

With our Hub Readiness & Optimization solutions, we’re here to ensure that success doesn’t stop at the design of your program. We provide hub employees with the training and guidance they need to optimize speed to fill and adherence to support the long-term success of your brand, no matter how complex your unique therapy may be.


Call Simulation Assessments

Call Simulation Assessments

We’ll develop a pre-launch program to thoroughly test, improve, and re-test your service delivery with a comprehensive simulation assessment that gives actionable insights into agent-, program-, and scenario-related gaps.

Our steps to creating a customized assessment program include:

  • Program Materials Review
  • Launch Readiness Project Plan & Timeline
  • Scenario Development
  • Call Simulations
  • Readouts
  • Comprehensive Improvement Plans

Patient Support Resource Training

We’ll design and implement custom-built training solutions that adapt to your hub’s unique needs and opportunities. Our goal is for your employees to be able to accurately support patients, caregivers, and/or HCPs with confidence and understanding from day one of launch.

Our adaptable training delivery options include:

  • Dedicated Trainers
  • Live Program Delivery
  • E-Learning
  • Customized Employee Training Curriculum
    • Soft Skills & Customer Service
    • Health Insurance & Reimbursement

Call Quality Monitoring

We help to ensure continued program quality through ongoing call monitoring audits. In order to create continuous improvement, we focus on 3 key areas: program branding, customer experience, and compliance.

Our process for optimizing the cycle of evaluation, feedback, and implementation includes:

  • Current Program & SOP Review
  • Guidelines & Scoring
  • Performance Feedback Tools
  • Detailed Compliance Reports
  • Consistent Program Branding
  • Timely & Courteous Customer Experiences

Deep Patient Services and Hub expertise – right when you need it

Over 100 years of Patient Services experience combined

Over 50 Patient Services
New launches/transition programs with over 40 pharma manufacturers

Experienced in
Strategy, design, launch and ongoing operational oversight of Patient Services programs

What can we help you with today?

No matter where you are in the process, we’re here to support, advise, and implement key strategies to ensure the success of your product.

Webinar Recap: State of Patient Services Programs Serving Biopharma

With the industry changing so rapidly – along with patient expectations and prescriber priorities – we felt there was an unmet need to shine a light on programs that are leading the way. Transactional features are now table stakes, and going above and beyond with patient services is how you can help differentiate your product.

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Case Study: Post Launch Hub Optimization

To optimize their program performance, the client needed a deeper and broader understanding of the patient services space, as well as an objective evaluation of their program and data capabilities. Two Labs took a two-step approach that combined benchmarking of the market competition, as well as an assessment and gap analysis of current operational processes, performance, and reporting.

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Hub Readiness & Optimization Insights

Want to dig a little deeper into what Hub Readiness & Optimization can do for you? Here are just a few examples of how we make a difference for our clients.

We’re here to support your success from clinical to commercial – and beyond.

How can we help you today?